One of the key reasons for claiming your profile on Trustpilot is the ability to manage your reviews, including replying, reporting, and using our Find Reviewer tool.
Perhaps you've noticed a review on your profile that you really want to reply to, or perhaps you don’t recognize one of the reviewers and you'd like to reach out to them for more information about their experience. Creating a Business Account allows you to interact with your reviewers in a way that you can’t do otherwise.
Responding to reviews
When you reply to a review, your reply is visible to anyone who visits your Trustpilot profile. It’s your opportunity to address the points that are being made, or perhaps to simply say thank you for a great review.
When a potential customer lands on your Trustpilot profile page, and sees that you spend time interacting with and responding to your reviews, they see that you care about your customers and appreciate feedback.
And of course it works both ways - your response to any negative feedback is both an opportunity to show the world how you deal with criticism, as well as an opportunity to put right whatever went wrong for that reviewer. In our experience, potential customers are looking for how you handle the negative reviews, so try to see them as an opportunity. Not only could you potentially make things right for the original reviewer, but your response could also win over some new customers too.
Helpful tips on replying
- If you're looking to respond to reviews written about your business, try our tips for responding to all reviews.
- You can also read our article about how to respond to negative 1 and 2 star reviews.
- Remember to keep all replies lawful and polite and within our Company Guidelines.
Sometimes, you might not recognize the experience detailed in an organic review. When this happens, you can use the Find Reviewer function to contact the author and ask for clarification of their buying or service experience. Any messages you send using this tool will be shared directly with the reviewer, and are private.
The reviewer will then have 5 days to respond to your request. If you haven't heard back from them after this period, and you have reason to believe that the reviewer has not had a genuine buying or service experience, then you can then report the review for that reason.
Occasionally, a review is posted which contravenes Trustpilot's User Guidelines.
If this happens, you can report the review to our Compliance Team, who will investigate the problem you have identified, and see whether it can be addressed.
It's really important that you only report reviews that breach our User Guidelines, since misuse of the reporting function may result in that function being disabled for your account.
Up nextBasic settings